Expert opinion from Parham Saebi, Head of Client Relations, CRM Solutions, Arvato UK & Ireland has been featured on Contact Centres discussing how virtual reality is set to revolutionise contact centre training.
Parham explained that by completely disconnecting trainees from the outside world, virtual reality can provide an immersive training experience which can be particularly effective in helping trainees develop the communication skills they will need to resolve queries quickly.
He commented: “While traditional classroom-based training – such as roleplay – focuses on the same skills, the technology adds a heightened sense of realism and the option to introduce gamification, which, even in its most basic form, creates a more memorable learning experience.”
“For example, one of our trials involved a game, initially developed for the recreational market, where team members work together to diffuse a virtual bomb. While one participant wears a VR headset with the ‘bomb’ in front them counting down to detonation, the rest of the team has to relay instructions on how to disarm it – not knowing what the person in the virtual world is seeing. The participants found the trial to be a hugely enjoyable, engaging experience, which is key when it comes to helping individuals learn and absorb important information quickly.”
“Further development promises to give organisations access to a tool that puts staff in a virtual contact centre environment to negotiate a range of different scenarios based on their individual training requirements.”
“While virtual reality is still in its infancy, there’s little doubt that it is set to play a major role in helping the next generation of customer service professionals deliver the memorable experiences consumers have come to expect from their favourite brands.”
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